Service Delivery Manager

Job Description

The Service Delivery Manager is responsible for overseeing the end-to-end delivery of services to clients, ensuring high-quality performance, customer satisfaction, and continuous improvement. This role combines client and stakeholder engagement, operational excellence, and financial oversight to drive service success and business growth.

Job Responsibilities

Client Relationship Management
a. Build and maintain strong client relationships as the primary point of contact for service-related matters.
b. Manage client expectations, inquiries and escalations effectively.
c. Collaborate with clients to understand their needs, gather feedback and ensure satisfaction and retention.

Service Improvement
d. Continuously evaluate service delivery processes to identify improvement opportunities
e. Drive initiatives to enhance service quality and improve customer satisfaction.
f. Stay updated on industry trends and best practices to implement

Sales Support
g. Partner with the sales team to identify upsell and cross-sell opportunities within existing accounts
h. Support the development of proposals and presentations to demonstrate service value.
i. Provide insights from client interactions to help refine sales strategies.

Financial Management
j. Manage service delivery budgets, ensuring cost-effectiveness and optimal resource allocation.
k. Monitor financial performance, analyze variances, and implement corrective actions where necessary.

Risk Management
l. Identify potential risks and issues related to service delivery and implement mitigation plans.
m. Ensure compliance with relevant regulations, standards and organizational policies.

Reporting & Documentation
n. Prepare and deliver regular service performance reports to clients and management.
o. Maintain accurate and up-to-date documentation, including service processes, policies and operational manuals.

Qualifications

i. Minimum 8 years proven Service Delivery experience in the IT industry in similar capacity.
ii. Experience managing client relationships and service performance.
iii. Proven experience in Service Delivery, Operations and Account Management roles.
iv. IT Infrastructure Library (ITIL) certified and experience in application of the framework. (required)
v. Certification in Customer Success Management will have added advantage.